Refund policy

FLÖDEN offers a commercial returns policy allowing customers to request a return within 30 calendar days of receiving their order.

This means you may return a garment because of size, fit, change of mind or any other reason within that period, provided it meets the conditions set out below.

This policy extends the statutory 14-day right of withdrawal granted to consumers. During the first 14 days, the specific statutory rights applicable to withdrawal will also apply.

1. How to request a return

To request a return, please email info@flodenbrand.com within 30 calendar days of receiving your order and include:

  • Your full name.
  • Your order number.
  • The garment or garments you wish to return.

You do not need to provide a reason for the return.

You may also use our Withdrawal Form when exercising your statutory right of withdrawal, although its use is optional.

Once you have notified us of the return, you must send the garment without undue delay to:

FLODEN COMPANY, S.L.
Calle Les Fogueres de Sant Joan, 4
Block 2, Entrance 1, 3rd Floor, Door B
03005 Alicante
Spain

When the return is made under the statutory right of withdrawal during the first 14 days, the garment must in any event be sent within 14 calendar days of notifying us of the withdrawal.

2. Return conditions

Returns due to size, fit or change of mind are included within our 30-day commercial returns policy.

The garment may only be tried on in the same way as it would be in a physical store.

To receive a full refund, the garment must be returned:

  • Unused, except for the reasonable handling necessary to establish its nature, characteristics and size.
  • Unwashed and unaltered.
  • Without stains, odours or damage.
  • With its original labels, accessories and any other original components.
  • Suitably packaged to prevent damage during transit.

We recommend using the original packaging, but its absence will not automatically result in the return being rejected.

The customer will be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and size of the garment. In such cases, a proportionate reduction may be applied to the refund.

Sale or discontinued garments may also be returned within the same period, unless a specific statutory exception applies.

3. Return shipping and costs

For voluntary returns, including returns due to size, fit or change of mind, the customer must arrange and bear the direct cost of transporting the goods to our premises.

You may use the carrier of your choice. We recommend using a tracked service and retaining proof of postage, as the customer will be responsible for the return until it is delivered to the address stated above.

We will not accept returns sent with postage or shipping charges payable on delivery unless they have been authorised in advance by FLÖDEN because the garment is incorrect, damaged or defective.

4. Statutory right of withdrawal: first 14 days

Consumers residing in the European Union have a statutory period of 14 calendar days from receipt of the order to withdraw from the purchase without having to provide a reason.

This statutory right is included within our 30-day commercial returns policy.

When the right of withdrawal is exercised within this period and applies to the entire order, we will refund all payments received, including the cost of the least expensive standard delivery method offered.

If the customer selected a delivery method that was more expensive than the standard delivery method offered, the additional cost of that method will not be refunded.

For partial returns, the original delivery charges will not be refunded where those charges would have been incurred in any event for the items retained by the customer.

The direct cost of return shipping will be borne by the customer, except in cases involving an incorrect, damaged or defective garment, or where FLÖDEN is legally required to bear that cost.

5. Commercial returns policy: up to 30 days

FLÖDEN allows customers to request a return until 30 calendar days have passed from receipt of the order.

This commercial policy allows a garment to be returned because of size, fit, change of mind or any other reason, provided the conditions set out in this policy are met.

For returns requested after the first 14 days and up to day 30:

  • The price of the accepted garments will be refunded.
  • The original delivery charges will not be refunded.
  • The customer will bear the cost of return shipping.

6. Refunds

Once the garment has been received and inspected, we will issue the refund using the same payment method used for the purchase, unless another method that does not incur any fees for the customer has been expressly agreed.

In the case of the statutory right of withdrawal exercised during the first 14 days, the refund will be issued without undue delay and, in any event, within 14 calendar days from the date on which we receive the withdrawal notice. We may withhold the refund until we have received the garment or until the customer provides evidence that it has been sent back, whichever occurs first.

For returns made under our commercial returns policy of up to 30 days, the refund will be processed once the garment has been received and inspected.

The time required for the amount to appear in the customer’s account may vary depending on the bank or payment provider.

7. Exchanges

We do not offer direct exchanges for a different size, colour or product.

If you would like another size, colour or product, you must return the original garment within the 30-day period and place a new order.

This allows you to check the availability of the new item immediately.

8. Incorrect, damaged or defective garments

If you have received an incorrect, damaged or defective garment, please email info@flodenbrand.com, stating your order number and attaching photographs where necessary to assess the issue.

When the issue is attributable to FLÖDEN or to the carrier engaged to deliver the order, FLODEN COMPANY, S.L. will bear all costs necessary for the collection, replacement, repair or refund, as legally applicable.

These returns will not incur any cost for the customer and will be handled in accordance with the applicable statutory guarantee of conformity.

9. Pre-order products

Pre-order products may be cancelled for a full refund before they are dispatched.

Once received, they will be subject to the same statutory right of withdrawal and the same 30-day commercial returns policy as all other garments.

10. Contact

For any questions relating to a return, please contact us at info@flodenbrand.com.

You can also contact us through the store chat.

Last updated: September 2026.